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Sign in with the email address connected to your account. After the dashboard opens, confirm that your name appears in the lower-left navigation area; this verifies that you are working in the correct account.

Review Total Messaging Credits and the separate SMS and MMS balances. SMS campaigns deduct from SMS credits, while media campaigns deduct from MMS credits, so having a total balance does not guarantee that the required channel has enough credit.

Open Billing & Rates and review the effective rate displayed for each service. Your effective rate may be the platform default or a special rate assigned specifically to your account.

Confirm that an administrator has assigned a Twilio sending number to your account. A campaign cannot be queued without a valid sender, even when the account has enough credits.

Start with a small internal test campaign. Verify the sender number, message content, media display, and delivery report before importing a large recipient list.

Use the credit summary at the top of the dashboard to compare your SMS and MMS balances. The Credit Breakdown section shows the same balances separately and should be used when planning a campaign.

Review Total Messages, Conversations, Unread Messages, and Response Rate for a quick account-health summary. These values help identify whether the account has recent activity or unanswered replies.

Use the left navigation to open messaging, surveys, inbox, reports, templates, contacts, billing, and the Help Center. On mobile, open the navigation menu first.

Review Message Direction and Message Activity to understand inbound versus outbound traffic and when the highest message volume occurred.

Open Message Report when you need exact batch status, recipient-level errors, cost, or a CSV export; dashboard totals are a summary and not a replacement for campaign reporting.

Select your name or profile image at the bottom of the dashboard sidebar.

Choose a JPG, PNG, or WebP image no larger than 5 MB.

Preview the picture and select Save Profile Picture.

Use Remove Picture to return to the standard profile icon.

Open Write Message, then choose Send SMS. Confirm that the page title says SMS before composing because SMS and MMS use separate balances and requirements.

Add recipients by typing comma-separated numbers, selecting contact groups, or importing CSV, XLSX, or XLS. Review the imported valid-recipient total and correct rejected rows before continuing.

Write the message and watch the character counter. Standard GSM text may use one segment up to 160 characters; longer or Unicode messages can use additional segments and increase the per-recipient cost.

Review the live preview for spelling, links, dates, opt-out language, and personalization. Send links and phone numbers exactly as recipients should receive them.

Compare the recipient count, segment count, effective rate, estimated cost, and available SMS credits. Reduce the audience or purchase credits if the balance is insufficient.

Select Send SMS once. The campaign is queued for background delivery; monitor it in Text Campaign Activity and Message Report instead of submitting it again.

Open Write Message, then choose Send MMS. MMS requires one supported media attachment; add the intended image, audio, or video and wait for its preview to appear.

Keep Image only selected when the media should be delivered without a caption. This is the default option and the message-text field remains hidden.

Choose Image + text only when a caption is needed. Enter the caption in the displayed field and review it in the preview. Image + text is billed at 0.09 credits per recipient.

Add or import recipients and confirm that the valid-recipient count matches the intended audience. MMS uses the MMS credit balance, not the SMS balance.

Review the media crop, caption choice, recipient count, rate, estimated cost, and available MMS credits before sending.

Select Send MMS once. The server submits the attachment and optional caption together in one Twilio MMS request, then the campaign continues in the background.

Prepare a CSV, XLSX, or XLS file with a clearly labeled Phone Number column. Keep one recipient per row and include the country code when numbers are outside the default region.

In the SMS or MMS composer, select Import CSV / Excel and choose the source file. CSV exports from Message Report can be imported directly without first converting them to Excel.

Wait for the import progress panel to finish reading and validating every row. Do not send while the file is still processing.

Compare total rows, processed rows, and valid phone numbers. Invalid values are excluded, and duplicate phone numbers are removed so the same number is not intentionally queued twice.

Review the recipient field after import. If the file is a failed-recipient report, correct the cause of failure before creating the resend campaign.

Continue to the message preview and cost estimate only after the final valid-recipient total is acceptable.

Open Contacts to review existing groups. Use search and pagination when the account contains many saved audiences.

Create a group with a name that explains its purpose, location, date, or campaign. Avoid generic names that make future audience selection unclear.

Add contacts manually or import a supported contact file. Review the phone format and remove outdated or unauthorized records.

Open a group to verify its member count and individual contacts. Use the group-level pagination controls when the list is long.

When composing a message, choose Add Contacts, select one or more groups, and apply the selection. The composer combines those phone numbers with any manually entered or imported recipients.

Review the final recipient count because contacts appearing in more than one selected group should be deduplicated before the campaign is queued.

Open the appropriate SMS or MMS composer and prepare approved content exactly as it should be reused.

Select Save as Template and enter a specific title, such as Election Day Reminder or Event Location Update, rather than a generic title.

For MMS templates, verify whether the template contains media, optional text, or both. Image-only MMS should not gain a caption simply because a template was selected.

Open Templates to review saved items. Use Edit when approved wording changes and Delete only when the template should no longer be available.

For a future campaign, choose Template Message, select the saved item, and review every date, link, name, attachment, and compliance statement before sending.

Treat templates as a starting point, not automatic approval for every audience or campaign date.

Open Message Report and use the channel and status filters to locate the campaign batch. Each row represents one queued campaign rather than one individual recipient.

Open the batch to review total recipients, queued, submitted, delivered, failed, canceled, and opted-out counts. Allow carrier statuses time to update before treating the report as final.

Filter the recipient table by Delivered, Failed, Pending, or Canceled. Review the Error field for failed recipients to determine whether the problem is an invalid number, sender configuration, carrier rejection, or another cause.

Use the pagination controls to review large batches without loading every recipient into the browser at once.

Export All when a complete archive is required, or export only Failed when preparing a correction and resend. The exported file is CSV and can be imported directly into the composer.

Before resending, correct the underlying problem and import only the intended failed recipients. Do not resend the entire original audience when most recipients already received the message.

Open Inbox and allow the conversation list to finish loading. Search by contact name or phone number when the account has many conversations.

Select a conversation and wait for its message history to load. On mobile, use the back arrow to return to the independently scrolling conversation list.

Read the complete recent history, direction labels, sender numbers, attachments, timestamps, and delivery statuses before replying.

Type the reply, add a supported attachment only when needed, and verify the selected sending number belongs to the current account.

Select Send once and wait for confirmation. The outgoing message appears in the conversation and its delivery status updates as carrier information becomes available.

Honor STOP and other opt-out requests immediately. Do not move an opted-out recipient into a new campaign unless documented renewed consent has been obtained.

Open Surveys and create a title that clearly identifies the subject and reporting purpose.

Add each question and choose the correct response type. Review multiple-choice options for clarity and avoid overlapping answers.

Preview the generated survey instructions and response format so recipients can reply in the expected structure.

Add recipients manually, by group, or through a supported import. Confirm the final valid-recipient count and available credits.

Send the survey and monitor its campaign delivery before evaluating response totals.

Return to Surveys to review responses by participant and question. Export or record results according to your organization’s reporting practices.

Open Billing & Rates to review the separate SMS and MMS balances and the effective flat rates assigned to your account.

Choose the credit type required for the intended campaign. Purchasing SMS credits does not increase the MMS balance, and purchasing MMS credits does not increase the SMS balance.

Enter or select the credit amount and review the displayed payment total before proceeding to checkout.

Complete the secure payment process without refreshing or submitting checkout more than once.

Return to the dashboard and verify that the correct balance increased. If payment succeeded but the balance has not updated, do not purchase again until the first transaction is checked.

Open the composer and confirm the estimated campaign cost is within the updated balance before sending.

Confirm that the browser is online and refresh the exact dashboard route once. If a deployment occurred recently, perform a hard refresh to clear an outdated JavaScript chunk.

For sending problems, verify the required SMS or MMS credit balance, effective rate, recipient count, and assigned Twilio sending number.

Open Message Report and select the affected campaign. Review campaign status first, then filter recipient records by Failed or Pending.

Read the recipient-level Error column. Separate invalid-number problems from sender, carrier, credit, media, or platform problems because each requires a different correction.

Export the Failed CSV when a resend is appropriate. Correct the cause, import the failed-only file into a new campaign, and review the deduplicated recipient total.

If the problem affects authentication, rates, credits, assigned numbers, or multiple users, contact an administrator and include the route, approximate time, campaign ID, and exact error text.